Unacceptable Behaviour Policy and Procedure

Find out about how we manage unacceptable behaviour consistently and fairly.

The Fish Health Inspectorate (FHI) are committed to providing a professional and fair service to everyone. Our Customer Service Charter sets out what customers can expect from us. In return we ask that customers respect our staff. We will not tolerate threatening, abusive, or violent behaviour. Under these circumstances no member of staff should be required to or feel obliged to deal with any customer either face to face, over the phone or in correspondence.

This policy means we can manage unacceptable customer behaviour consistently and fairly. It sets out clearly what we consider to be unacceptable and the steps we may take to deal with such behaviour. It applies to everyone who accesses our services.

The Equality Act 2010 protects individuals against discrimination, harassment, and victimisation. We meet the requirements of the Act through the following principles:

Unacceptable behaviour means acting in a way that is unreasonable, regardless of the level of someone’s stress, frustration, or anger. It may involve acts, words or physical gestures that could cause another person distress or discomfort.

You can expect that our employees will always:

We expect people accessing our services to:

This is behaviour or language (written or spoken) that could cause our staff to feel afraid, threatened or abused. This includes threatening emails, telephone calls, meetings, and comments on social media or elsewhere.